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All documents attached in one pdf file.  Please let me know if not received.Ms [redacted] shopped multiple companies for her custom closet and agreed to do business with us.  We were thrilled.  Now that we’ve installed, she has some beliefs about our process and her agreement with us that...

are simply not true.  Our process is simple and transparent, and includes drawings approved by her and a client agreement signed by her.  Both are attached.  To address the grievances in order:   1.      Asked for invoice paperwork and several pages were omitted. Including hand written info pertaining to cabinet knobs and safe (currently still never received) Ms. [redacted] received all pages of the designs and agreement.   We are not in possession of any pages in which she had handwritten notes, other than the attached with her initials for approval.  These documents were sent multiple times upon her request.   Her safe was installed as agreed, on wall B.   2.      Unprofessional scheduling assistant  (tone) At the time Ms. [redacted] purchased and booked her installation, we were at a 4 – 6 week lead time.  This is normal and fluctuates in both directions depending on availability.  Ms [redacted] was unhappy with the dates available and wanted it sooner, but nothing was available at that moment.   I can’t answer to why she perceived the options we presented as ‘unprofessional’.   3.      I would have to take additional work day (off) because my tear out would be three days instead of two. Originally we scheduled this job for a 1-day tearout and a 1-day installation (2-man install).  In an effort to accommodate her request for an earlier install date, we offered her the same 1-day tearout but with a 2-day installation due the limited installer labor available.  This moved her installation up almost 2 weeks, but she was not satisfied because that would require her to take an added day off from work.  She reluctantly agreed.  A few days in advance of install day, another installer became available and we scheduled the install in one day.  So the tearout was done in one day and the install was done in 1 day also.  Never was the tear out planned or scheduled for three days, or 2 days.  It was always a 1-day tearout.   4.      When the tearout guy gets to my house, he states “there isn’t a tearout scheduled for the laundry room.”  Therefore I canceled the laundry room altogether. Ms. [redacted] was trying to spend as little as possible to get the job done, as would any smart consumer.  She agreed to pay for a professional tearout for the master closet, but opted to not invest in this service for the laundry room.  The agreed-upon price for the laundry room includes only the laundry room cabinetry and not a pro-tearout.  In the laundry room, what Ms. [redacted] agreed to was a tearout by our installers, done the same day as the install, without a new paint job.  This was recommended by our designer, since the new cabinetry would cover the location of the damaged sheetrock, and a pro-tearout was not needed.  When we arrived to install the master closet and laundry room the day after the master closet tearout, she informed our installers that she no longer wanted the laundry room.  She had paid a 50% non-refundable deposit, per the attached signed agreement, for both the laundry room and the closet.  We are a 100% custom cabinetry shop.  None of Ms. [redacted]’s parts can be re-used on another job.        5.      Design not agreed upon The attached agreed-upon closet designs were signed by Ms. [redacted] in approval of what would be manufactured and installed for her.  We built exactly what was approved, with the exception of putting the safe in a different location than specified on the drawings, after a conversation with the installer and Ms. [redacted] to decide as to the best location for her.  Pictures of the installed closet are attached.   6.      Invoice was changed to reflect higher cost for master since cancelled laundry room Simply not true.  The entire investment of $6112 did not change at any point in the process once the final designs were set and the documents signed/order placed. This amount is on the client agreement and the original invoice.    On the attached invoice, we have credited Ms [redacted] the balance due on the laundry room since it was not built.  Ms [redacted] owes us the final balance on the closet: $2225.    In order to resolve this and provide all of us closure, we offered to refund her 50% non-refundable deposit from the laundry room and apply that $831 to the final balance of the closet, resulting in a balance due of $1394.  She responded via email that she planned to get us a check for this amount by last Thursday.  But Ms. [redacted] did not.  She opted not to take advantage of this offer, so we filed a lien against her property for the full amount due of $2225, as we said we would do, in writing, on 6/14/16.  It is only the 2nd time in over 17 years we have been forced to take such action.   To respond to Ms. [redacted]’s general comments before the six itemized grievances:   ·        David [redacted], our owner, has never spoken to Ms. [redacted].   They exchanged 2 emails and nothing resembling her comment that we only do business with “rich, stay-at-home moms…” was conveyed.  Those 2 emails are attached.   ·        We are always interested in seeing a competitor’s bid since there are so many differences in height, depth, number of shelves included, number of drawers included, etc.  Ms. [redacted] did send our designer the competitor’s bid, but the design was not one we would recommend.  So we did not offer to match price since the competitor design was not a good design in our opinion. So matching price is moot since the designs were different.  ·        The safe was installed in the closet, as promised, and is labeled in the attached photos. ·        Ms. [redacted] inquired about additional knobs for her kitchen after signing the designs and client agreement, and placing her 50% deposit.  But she did not provide us a quantity initially so we could not give her a quote.  Eventually she asked for 17 extra handles, and our designer offered to split the cost with her, giving her a 50% discount on her extra handles.  We did not receive Ms. [redacted]’s acceptance of this offer, so we did not change the pricing or add the handles to the order.  Nothing about the knobs was hand-written on the final contract (attached).  We have sent Ms. [redacted] her signed agreement and approved designs several times as requested, each time asking her to provide addition supporting documentation of her many claims.  She has not provided any additional documentation.        Added notes: ·        During the process, Ms. [redacted] has made claims that we promised her items that we do not carry (hangers), and claims there are additional pages to her agreement that simply don’t exist.  In an email, she referenced an employee [redacted] at our company, and we have never had a [redacted] at [redacted].  Perhaps she is getting us confused with another competitor she encountered in the process of getting bids for this project.  ·        Ms. [redacted] received a 1-day tearout and a 1-day installation.  We initially proposed a 2-day installation to accommodate her and move the job sooner on the calendar.  But we ended up completing the install in one day.  ·        The contract (client agreement, attached) was not breached in any way that we are aware of. ·        The price was never changed after the deal was signed and amount approved. ·        The design was installed as approved with no changes other than the location of the safe, a change approved by Ms. [redacted]. ·        We don’t understand the “disputed amount”, or the “desired settlement” on the complaint.   The master closet was billed properly according to the signed agreement.  And we already were at her home to install the laundry room for the agreed upon fees, but Ms. [redacted] would not allow it.  We just want to be paid the balance on the master closet and move on.    A closing note: We design, manufacture and install 100% custom cabinetry systems.  We are diligent in insuring we build what the customer has asked for. We have made many mistakes in our over 8000 installed jobs in 17 years, and we go to great lengths to make things right, as our impeccable record will attest on [redacted], Best Picks and every consumer review site where we appear.   We are on the [redacted] Best Places to Work list 3 of the last 4 years.  We are pretty darn good at what we do, and we have a list miles long of people that would never hire another company to do what we do.   In fact, well over half our business is thru satisfied customer referrals.  In this case with Ms [redacted], we can’t provide the hangers she says we promised her because we don’t sell hangers.  We can’t provide approved designs with Ms. [redacted]’s hand-written notes because no notes are on the signed copy. We can’t explain changes to the price because there were not any, and we can’t explain the changing tearout duration because it never changed.  Thank you, Revdex.com, for helping us resolve this situation.

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Address: 1882 Old West Pointe Road, Smithville, Tennessee, United States, 37166

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